Customer Support Lead

2 weeks ago

Ahmadābād, India GRIPIT Full time

About Us At GRIPIT, we partner with leading global brands to help them establish and scale in India. From import and distribution to e-commerce, marketing, and after-sales service, we deliver end-to-end solutions that connect global innovation with Indian consumers. With a growing portfolio of premium international brands such as Bissell, Narwal, Yale, and EcoFlow, customer experience is central to how we build trust and deliver value. Key Responsibilities: • Lead, train, and mentor a team of Customer Service Executives handling calls, emails, chats, and service requests. • Monitor team performance metrics including AHT, FCR, CSAT, NPS, and overall complaint resolution efficiency. • Ensure seamless execution of service SOPs, managing escalations and ensuring timely customer solutions. • Coordinate closely with Cavitak operations, demo experts, repair partners, and logistics teams for faster resolutions. • Review and publish weekly/monthly service performance reports with actionable insights. • Integrate customer feedback into continuous process improvements and enhance service workflows. • Maintain GRIPIT’s premium service experience, aligned with global customer experience standards. Key Skills & Competencies: • 5+ years of customer service experience, with at least 2 years in a team lead or managerial role. • Strong people management skills with the ability to coach, motivate, and guide teams. • Analytical capability to interpret KPIs and drive performance improvements. • Excellent communication and escalation management skills. • Proficiency in CRM tools (Zoho or similar) and contact center operations. • Experience handling premium/luxury brands or premium home appliances is an added advantage.

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